Company Overview

OptioRx

OptioRx is a dynamic premier national compounding pharmacy providing best in class patient care. We serve 50 states and are committed to fostering a team environment rooted in trust, innovation, efficiency, accountability, integrity, and energy.

Job Overview

POSITION SUMMARY

The Customer Service – Pharmacy Technician serves as a primary point of contact for patients, healthcare providers, clinic customers, and internal pharmacy teams. This remote role supports pharmacy-related inquiries, order needs, service issues, and follow-up while maintaining professionalism, accuracy, sound judgment, and compliance with HIPAA and applicable pharmacy regulations.

ESSENTIAL DUTIES

· Serve as a primary liaison for patients, providers, clinic customers, and internal pharmacy teams, ensuring timely, accurate, and professional support.

· Manage inbound and outbound calls, emails, and online messages in accordance with service standards.

· Provide accurate support for medication orders, refill requests, prescription clarifications, delivery timelines, account concerns, and pharmacy processes.

· Research, resolve, escalate, and follow through on service issues, including delayed shipments, prescription verification needs, order tracking, urgent requests, and customer concerns.

· Coordinate with Escalations, Pharmacy, HUB, and other internal teams to address customer needs and ensure timely resolution.

· Document interactions, updates, and follow-up actions accurately in CRM and pharmacy management systems.

· Track and report recurring issues, service trends, process concerns, and potential gaps to management for review and improvement.

· Support pharmacy operations during peak volumes, urgent needs, or service disruptions by triaging and prioritizing requests appropriately.

· Maintain current knowledge of customer service talking points, pharmacy processes, policy updates, and location-specific operational changes.

· Protect confidential patient and business information and ensure compliance with HIPAA and applicable state and federal regulations.

· Meet established expectations for call quality, response time, accuracy, productivity, and professionalism.

· Participate in training, quality reviews, process improvement efforts, team meetings, and department initiatives.

· Represent the organization professionally and promote a positive customer experience in all communications.

NON-ESSENTIAL DUTIES

· Provide administrative or operational support for customer service initiatives, reporting, projects, surveys, audits, or process updates as needed.

QUALIFICATIONS

Required Qualifications:

· Current and active Certified Pharmacy Technician (CPhT) license required; Ohio or Illinois licensure, or ability to obtain licensure, preferred.

· High school diploma or GED required; Associate’s or Bachelor’s degree preferred.

· Minimum of two years of pharmacy, healthcare, customer service, or call center experience.

· Working knowledge of pharmacy terminology, prescription workflows, billing concepts, patient support processes, HIPAA, and healthcare privacy standards preferred.

· Strong written and verbal communication skills with the ability to communicate clearly, professionally, and empathetically.

· Ability to prioritize work, manage time, and work independently with limited supervision in a remote environment.

· Proficiency with Microsoft Office, CRM platforms, pharmacy management systems, and related technology; experience with PioneerRx, QS1, Life File, or similar systems preferred.

· Ability to handle confidential information with discretion, professionalism, and sound judgment.

· Reliable high-speed internet connection and remote workspace suitable for productivity and protecting confidential healthcare information.

· Ability to work standard Pacific or Central business hours, with flexibility for extended or weekend hours as business needs require.

· Ability to collaborate effectively in regular virtual meetings using Microsoft Teams or similar platforms.

Preferred Qualifications:

· Bilingual proficiency in English and Spanish, or another commonly spoken language within the company’s operating states, preferred.

· Experience supporting providers, clinics, and pharmacies operating across multiple states preferred.

CORE COMPETENCIES

· Customer Focus and Service Orientation: Demonstrates a patient- and customer-centered approach by responding professionally, resolving concerns timely, and supporting a positive service experience.

· Professional Communication and Active Listening: Communicates clearly and respectfully across phone, email, and virtual channels while listening carefully to understand needs and provide accurate support.

· Accuracy and Documentation Quality: Maintains strong attention to detail when entering, updating, and verifying information in CRM and pharmacy systems.

· Problem Solving and Sound Judgment: Assesses service issues, identifies appropriate next steps, escalates when needed, and follows through to resolution.

· Confidentiality and Compliance Awareness: Protects patient and business information and consistently follows HIPAA, privacy, and pharmacy compliance expectations.

· Time Management and Adaptability: Prioritizes competing requests, manages workload effectively, and adjusts to changing business needs in a remote environment.

· Collaboration and Cross-Functional Partnership: Works effectively with pharmacy, HUB, escalations, and customer service teams to support timely and accurate outcomes.

Join us to be part of a vibrant team that thrives on making a difference in patient care through energetic engagement, technical expertise, and compassionate service. Your dedication will help us uphold our mission of providing accessible, efficient, and ethical pharmacy support from the comfort of your home.

Pay: $22.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: Remote